Method and apparatus for integrating call center and existing telephony infrastructure

ABSTRACT

A system, method, apparatus, means, and computer program code is provided for routing a call which includes receiving a call request at a first server, the call request including header data identifying a requesting extension and an invited extension, the invited extension associated with a second server. The header data identifying an invited extension is then replaced with proxy data for the invited extension, and the call request (including header data identifying the requesting extension and the proxy data for the invited extension) is forwarded to a second server.

RELATED APPLICATION

This application is based on and claims benefit of and priority to U.S.Patent Application Ser. No. 61/096,562 filed on Sep. 12, 2008, thecontents of which are hereby incorporated by reference herein in theirentirety for all purposes.

FIELD OF THE INVENTION

The present invention relates to telecommunications systems. Moreparticularly, embodiments relate to methods and apparatus forintegrating Internet telephony and existing telephony infrastructures.

BACKGROUND

The number of businesses using Internet telephony (referred to hereingenerally as “VoIP”) continues to increase, thanks to the flexibilityand cost savings the technology provides. However, large numbers ofbusinesses continue to rely on PBX systems for many of their telephonyneeds.

As businesses evolve through acquisition or other growth, they are oftenfaced with the problem of integrating different telephony systems. Forexample, businesses are commonly faced with the problem of integrating aVoIP system (e.g., such as one used by a call center) with a PBX-basedsystem (e.g., such as one used by a business' back office). Unless thePBX system is specifically designed to integrate with a VoIP system, theintegration can provide undesirable loss of calling features. Forexample, it may not be possible to transfer calls from extensions at theVoIP system to extensions at the PBX system, or to conferenceback-office workers into active calls in the VoIP system. The loss orinability to readily provide these features can dramatically reduce theability of a business to perform important business functions.

It would be advantageous to provide a method and apparatus that overcamethe drawbacks of the prior art. In particular, it would be desirable toprovide a method and apparatus for integrating Internet telephony withPBX telephony. More particularly, it would be desirable to provide amethod and apparatus for transferring a call in a network which consistsof both a PBX and an Internet telephony system.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and form a part ofthe specification, illustrate the embodiments, and together with thedescriptions serve to explain the principles of the invention.

FIG. 1 is a block diagram of system components pursuant to someembodiments.

FIG. 2 is a flowchart of an integration method pursuant to someembodiments.

FIG. 3 is a flowchart of a method for establishing a connection pursuantto some embodiments.

FIG. 4 is a call flow diagram pursuant to some embodiments.

FIG. 5 is a block diagram of a SIP server according to some embodiments.

DETAILED DESCRIPTION

Applicant has recognized that there is a need for systems, methods,means and computer code that facilitate the integration of Internettelephony systems with PBX systems. As a result, in some embodiments acall is routed in a network by first receiving a call request at a firstserver, the call request including header data identifying a requestingextension and an invited extension, the invited extension associatedwith a second server. The header data identifying an invited extensionis then replaced with proxy data for the invited extension, and the callrequest (including header data identifying the requesting extension andthe proxy data for the invited extension) is forwarded to a secondserver.

By replacing the header data in such a manner, embodiments allow callsto be transferred or routed from an Internet telephony system (such as aVoIP system) to a PBX system without loss of call features or data. Inthis manner, personnel using a VoIP system can readily interact and seekcall support from personnel using a PBX system. These and other featureswill be discussed in further detail below, by describing a system,individual devices, and processes according to embodiments of theinvention.

For convenience and ease of exposition, a number of terms are usedherein. For example, the term Voice over Internet Protocol or “VoIP”refers to voice or voice messaging transported over the internet ratherthan the public switched telephone network (“PSTN”). As used herein,VoIP communications are implemented using session protocols such asthose defined in the “Session Initiation Protocol” (or “SIP”) which isdefined in RFC-3261, “SIP: Session Initiation Protocol” which is herebyincorporated by reference for all purposes. As used herein, a “IP PBX”or “SIP Server” is a type of PBX that connects to one or more clientstations (or telephone handsets) on the private side by an IP networkand to a Internet Telephone Service Provider (“ITSP”) on the public sidevia an IP network (e.g., such as the Internet). As used herein, the term“SIP Trunk” refers to a logical connection between the SIP Server and anITSP and other devices in communication with the SIP Server.

As used herein, the term “extensions” are used to refer to individualendpoints configured to place and receive calls. An extension may beassociated with a terminal device (e.g., such as a telephone), referredto herein as “stations”.

The term “PBX” is used herein to refer to a private branch exchange.When referred to as an “IP PBX”, the term refers to a private branchexchange configured to operate using the SIP protocols. When referred tosimply as a “PBX”, the term is used to refer to a private branchexchange configured to route calls to a number of stations and to thepublic switched telephone network (or “PSTN”).

To illustrate features of some embodiments, an example environment willnow be introduced. This illustrative example will be referencedthroughout the remainder of the disclosure. Those skilled in the artwill appreciate that the example is illustrative and notlimiting—features of embodiments of the present invention can be used toachieve desirable results in other environments.

In the illustrative example, an entity (such as a company) operates aback office support center with a number of skilled call center agentsor managers. The back office support center uses a conventional PBX toreceive, route and place calls over the PSTN and other networks.

As part of the expansion of the company's business, the company acquiresor otherwise associates with a remote call center. The remote callcenter is staffed by a number of front line sales agents. The remotecall center uses an IP PBX to route and place calls over a variety ofnetworks, including the Internet and the PSTN. The company wishes tointegrate the telecommunications systems of the back office supportcenter and the remote call center so that front line sales agents cantransfer or otherwise connect callers to stations manned by agents inthe back office support center. Further, the company wishes to performthe integration without replacing either the conventional PBX or the IPPBX.

Pursuant to some embodiments, the integration can be performed withoutneed to replace the conventional PBX or the IP PBX, allowing a clean andconsistent integration between the two centers. Features of someembodiments will now be described by first referring to FIG. 1, where asystem 100 pursuant to some embodiments is shown.

As shown, several site locations are depicted as items 102, 106 and 152.These site locations may be geographically or physically remote fromeach other and may be, for example, a back office center 102, a networkoperations center 106 and a remote call center 152 (although thoseskilled in the art will appreciate that other locations and functionsmay be represented and that some or all of the locations may becollocated, etc.). In the site configuration shown in FIG. 1, the backoffice center 102 utilizes a traditional PBX 104 to manage, route andcontrol voice calls. PBX 104 is in communication with a number ofstations 112, 114 as well as a voice mail server 110. PBX 104 may be anyof a number of traditional PBX devices, such as, for example, a PBXoffered by Avaya or the like. In some embodiments, the voice mail server110 may be accessed and used for the voice mail requirements of theremote call center 152 stations as well as the voice mail requirementsof the back office center 102. In this manner, legal and otherregulatory requirements (e.g., such as those for document retention,etc.) may be complied with by the back office center 102. In someembodiments, phantom voicemail boxes are established to store voice mailfor stations 158, 160 of the remote call center 152.

The network operations center 106 utilizes a SIP Adapter 108 which isused to adapt PBX 104 to receive and transmit messages using the SIPprotocol, and is in communication with PBX 104 via a SIP trunk 120. TheSIP trunk 120 may uses the SIP network signaling protocols to controlsignaling and session initiation between applications and/or devices inthe system 100. For example, in an embodiment where the PBX 104 is anAvaya PBX, the SIP Adapter 108 may be an Avaya SIP enablement server. Insome embodiments, redundant SIP enablement servers may be used to ensurea redundant, highly available system.

The remote call center 152 utilizes a SIP server 154 to operate as an IPPBX. Remote call center 152 includes a number of stations 158, 160 whichcan communicate, using the SIP protocol, with each other and withexternal stations, including stations associated with the back officecenter 102 and external stations over the PTSN 124. As an example, theSIP server 154 may be a Genesys SIP server.

Communication between the back office center 102 and the remote callcenter 152 may be over the SIP trunk 120 which is established over MPLSdrops to allow incoming and outgoing digit conversion and dialingbetween the two centers. In some embodiments, the SIP trunk 120 isconfigured to create tie lines that allow 5 or 7 digit dialing over aprivate network 122. In this manner, a private telephony network iscreated that avoids any additional long distance charges that may beincurred if long distance dialing were used for back office calldelivery.

Referring to the illustrative example introduced above, a company owningor controlling the back office center 102 and the remote call center 152wishes to integrate the two centers such that agents operating stations158, 160 at the remote call center 152 can transfer or otherwise passcalls from the remote call center 152 to the back office center 102(e.g., to a station such as station 118 at the back office center 102).For example, it may be desirable to allow agents at the remote callcenter 152 to reach back office workers while servicing customers oraddressing administrative needs. It may also be desirable to conferenceback-office workers into active customer and agent calls in the remotecall center 152. It may further be desirable to transfer agent andcustomer calls to back office workers (for example, staffing stations112, 114 or 118). As discussed above, many traditional PBX systems donot allow such integration without significant customization.

Pursuant to some embodiments, the integration may be accomplished byproviding a header replacement module 156 in SIP Server 154. Thoseskilled in the art will appreciate that SIP Server 154 may include (orbe) a web server used to provide an administration web page or consolethat is used by administrators to configure the various parameters ofthe SIP Server 154. Pursuant to some embodiments, the configuration webpage includes a number of options which allow certain messaging headersto be replaced when certain rules are met. Embodiments of the presentinvention modify certain messaging headers to ensure that call data canbe routed from stations registered with the SIP Server 154 (such asstations 158,160) to stations associated with the PBX 104 (such asstations 112,114). Since the SIP protocol is used to route calls fromthe SIP server 154, the call data is passed through the SIP trunk 120 tothe SIP adapter 108. If header data were not modified, call datatransferred from the SIP Server 154 to the SIP adapter 108 could not beappropriately responded to by the PBX. As a result, without the headermodification of the present invention, call data passed from station 158to station 114 could not be replied to, resulting in a loss offunctionality that could impair a business' ability to properly servicecalls. For example, without the header modification of the presentinvention, an “invalid domain” or other error message would begenerated, preventing call data to be passed as desired.

Pursuant to some embodiments, the header replacement module 156 stores anumber of configuration rules which define how certain message headersare to be modified. In particular, the SIP protocol defines the messagetype “INVITE”. Pursuant to some embodiments, any INVITE messages whichare addressed to an extension associated with a station in the backoffice center 102 will be replaced with a proxy address associated withthe SIP adapter 108 thereby allowing call data to be passed from anextension associated with a station of the remote call center 152 to anextension associated with a station of the back office center 102. Insome embodiments, a number of different replacement rules may bespecified so that call data is passed to stations at the back officecenter 102.

An example of a header modification pursuant to the present inventionwill now be described by reference to FIG. 4A, where a call flow diagram400 is shown. In the call flow diagram 400, a SIP INVITE message isgenerated by an extension “A” at station 158. Pursuant to the SIPprotocol, an INVITE message specifies a “FROM” address and a “TO”address. In the call flow diagram 400, the FROM address is:“extension_A@SIP_(—)158” (i.e., the FROM address is the addressassociated with the extension registered as extension “A” at SIP server158). In the call flow diagram 400, the TO address is: “extensionB@SIP_(—)158” (i.e., the TO address is the address associated with theextension registered as extension “B” at SIP Server 108). Pursuant toembodiments of the present invention, the extension registered as “B” isan extension associated with the PBX 104 of the back office center 102.

The INVITE message (with the above specified FROM and TO addresses) ispassed from the station 158 to the SIP Server 156. Upon receipt of theINVITE message, the SIP Server 156 identifies the message as an “INVITE”message and consults with the configuration information regarding headerreplacement to identify the FROM address and the TO address as onesrequiring header replacement. The FROM address, as a result, is modifiedto replace the original FROM address with a replacement FROM address:“extension_A@SIP_(—)108”. That is, the INVITE message is modified sothat it appears as if the INVITE is FROM the SIP Adapter 108 associatedwith the PBX 104. The TO address remains unchanged, and the message isdelivered (over the SIP trunk 120) to the appropriate station—thestation registered as station “B” of the back office center 102. Oncestation B has received the INVITE message, a digital connection isestablished between the two extensions: extension A of remote callcenter 152 and extension B of back office center 102.

Similar header replacements can be used to allow connections between awide variety of stations and extensions at centers 102 and 152. Forexample, similar header replacements can be used to allow stations ofremote call center 152 to utilize the voice mail system 110 of backoffice center 102.

If features of the present invention were not used, an error wouldresult as shown in the call flow diagram 402 of FIG. 4B. As shown inFIG. 4B, no header replacement module 156 is provided, and no headerreplacement is performed. The result is a SIP error message as the FROMheader received at SIP server 106 is an unknown address.

Reference is now made to FIG. 2, where a flow chart 200 is shown whichdepicts a method for integrating call centers (e.g., such as the backoffice center 102 and the remote call center 152 of FIG. 1). Theparticular arrangement of elements in the flow chart 200 is not meant toimply a fixed order to the elements; embodiments can be practiced in anyorder that is practicable. In some embodiments, some or all of theelements of the method 200 may be performed or completed by or at one ormore SIP servers such as the servers 156 and 106.

Processing begins at 202 where one or more endpoints at a first site aredefined. For example, referring to the system of FIG. 1, processing at202 may include defining endpoints (or extensions) associated with thestations in the remote call center 152. These endpoints may be specifiedby interacting with the SIP server 154, e.g., via an administrative webpage. Each endpoint may be associated with a numeric identifier orextension, which will be registered with the SIP server 154 (andassociated with one or more stations). Processing at 202 may be repeateda number of times until a range of endpoints have been defined.

Processing continues at 204 where messaging rules are defined forcommunicating between a first site and a second site. For example,referring to the system of FIG. 1, processing at 202 may includedefining messaging rules to allow communication between center 152 and102. These definitions may be established by an administratorinteracting with SIP server 154 via an administrative web page. Themessaging definitions may include the definition of configurationdetails including details identifying: the DTMF payload type, gatewayobjects, switch settings, network regions, signaling groups and the likeas are known to those skilled in the art.

Processing continues at 206 where one or more endpoints at a second siteare defined. For example, referring to the system of FIG. 1, processingat 206 may include defining endpoints (or extensions) associated withthe stations in the back office center 102. These endpoints may bespecified by interacting with the SIP adapter 108, e.g., via anadministrative web page. Each endpoint may be associated with a numericidentifier or extension, which will be registered with the SIP adapter108 (and associated with one or more stations). Processing at 206 may berepeated a number of times until a range of endpoints have been defined.

Processing continues at 208 where messaging rules are defined forcommunicating between the second site and the first site. For example,referring to the system of FIG. 1, processing at 208 may includedefining messaging rules to allow communication between center 102 andcenter 152. These definitions may be established by an administratorinteracting with SIP adapter 108 via an administrative web page. Themessaging definitions may include the definition of configurationdetails including details identifying: the DTMF payload type, gatewayobjects, switch settings, network regions, signaling groups and the likeas are known to those skilled in the art.

Processing continues at 210 where an administrator or other userinteracts with SIP Server 154 to configure endpoints in the first andsecond sites and to define one or more header modifications to beapplied. Each endpoint corresponds, for example, to a station orextension at either the back office center 102, or the remote callcenter 152 of FIG. 1. For certain endpoints, a header modification mayalso be specified. For example, the result of processing at 210 may be atable or database of endpoints as well as any associated headermodifications that need to be applied to messages directed to (or from)those endpoints. For examples of endpoint addresses and headermodifications, see the illustrative example shown in FIG. 4A discussedabove.

Upon completion of process 200, each of the endpoints, messaging rules,and header modification rules are completed, and the system is ready forcalls to be transferred and routed pursuant to the present invention.Those skilled in the art will appreciate that the exact steps forimplementing the process 200 may depend on the call center hardwarebeing utilized.

Reference is now made to FIG. 3, where a method 300 for establishing aconnection between extensions is shown. The method 300 may be performedby, for example, the SIP Server 154 upon receipt of an INVITE requestmessage from an extension associated with the remote call center 152.For example, a user operating station 158 may interact with a keypad ofthe station 158 to initiate a call transfer or conference call with anextension associated with the back office center 102. The station 158,upon receipt of the command to initiate the call transfer or conferencecall, generates an INVITE request in accordance with the SIP protocol.The INVITE request is transmitted to the SIP server 154 where the headerreplacement module 156 of the SIP server 154 identifies the INVITErequest as one associated with an extension at back office center 102(e.g., by performing a look up or other operation).

Processing continues at 304 where the header replacement module 156 atSIP server 154 operates to replace the FROM header of the INVITE requestwith a replacement FROM address (e.g., to identify the INVITE request ascoming from the SIP adapter 108). Processing continues at 306 where theupdated INVITE request (with the replaced FROM header) is transmitted tothe SIP adapter 108 (via the SIP trunk 120) for routing.

Processing continues at 308 where the SIP adapter 108 forwards theINVITE message to the extension identified in the TO address of theINVITE message. Once the INVITE message (with call data) is received bythe appropriate extension at site 102 (and the call is connected), adigital connection between the two extensions (the requesting extensionat remote call center 152 and the invited extension at back officecenter 102) is established.

In this manner, embodiments allow calls to be transferred or routed froman Internet telephony system to a PBX system without loss of callfeatures or data. Calls may be easily and accurately routed, allowingVoIP call center agents to conference and transfer calls to agents oradministrators at a legacy PBX-served location.

Now referring to FIG. 5, a representative block diagram of a SIP server154 is shown. In some embodiments, the server 154 may be adapted toimplement one or more of the elements of the methods disclosed herein.

The server 154 may include a processor, microchip, central processingunit, or computer 350 that is in communication with or otherwise uses orincludes one or more communication ports 352 for communicating with userdevices and/or other devices. In some embodiments, the processor 350 maybe operative to implement one or more elements of the methods disclosedherein. Communication ports may include such things as local areanetwork adapters, wireless communication devices, Bluetooth technology,etc. The server 154 also may include an internal clock element 354 tomaintain an accurate time and date for the server 154, create timestamps for communications received or sent by the server 154, etc.

If desired, the server 154 may include one or more output devices 356such as a printer, infrared or other transmitter, antenna, audiospeaker, display screen or monitor, text to speech converter, etc., aswell as one or more input devices 358 such as a bar code reader or otheroptical scanner, infrared or other receiver, antenna, magnetic stripereader, image scanner, roller ball, touch pad, joystick, touch screen,microphone, computer keyboard, computer mouse, automatic speechrecognition, etc.

In addition to the above, the server 154 may include a memory or datastorage device 360 to store information, software, databases,communications, device drivers, applications, etc. The memory or datastorage device 360 preferably comprises an appropriate combination ofmagnetic, optical and/or semiconductor memory, and may include, forexample, Read-Only Memory (ROM), Random Access Memory (RAM), a tapedrive, flash memory, a floppy disk drive, a Zip™ disk drive, a compactdisc and/or a hard disk. The server 154 also may include separate ROM362 and RAM 364.

The processor 350 and the data storage device 360 in the server 154 eachmay be, for example: (i) located entirely within a single computer orother computing device; or (ii) connected to each other by a remotecommunication medium, such as a serial port cable, telephone line orradio frequency transceiver. In one embodiment, the server 154 maycomprise one or more computers that are connected to a remote servercomputer for maintaining databases.

A conventional personal computer or workstation with sufficient memoryand processing capability may be used as the server 154. In oneembodiment, the server 154 operates as or includes a Web server for anInternet environment. The server 154 may be capable of high volumetransaction processing, performing a significant number of mathematicalcalculations in processing communications and database searches. APentium™ microprocessor such as the Pentium III™ or IV™ microprocessor,manufactured by Intel Corporation may be used for the processor 350.Equivalent processors are available from Motorola, Inc., AMD, or SunMicrosystems, Inc. The processor 350 also may comprise one or moremicroprocessors, computers, computer systems, etc.

Software may be resident and operating or operational on the server 154.The software may be stored on the data storage device 360 and mayinclude a control program 366 for operating the server, databases, etc.The control program 366 may control the processor 350. The processor 350preferably performs instructions of the control program 366, and therebyoperates in accordance with the present invention, and particularly inaccordance with the methods described in detail herein. The controlprogram 366 may be stored in a compressed, uncompiled and/or encryptedformat. The control program 366 furthermore includes program elementsthat may be necessary, such as an operating system, a databasemanagement system and device drivers for allowing the processor 350 tointerface with peripheral devices, databases, etc. Appropriate programelements are known to those skilled in the art, and need not bedescribed in detail herein.

The server 154 also may include or store information regarding clientdevices, alerts, client applications, communications, etc. For example,information regarding one or more applications may be stored in anapplication information database 368 for use by the server 154 oranother device or entity. Information regarding one or more headerreplacement rules may be stored in header replacement rule database 370for use by the server 154 or another device or entity. In someembodiments, some or all of one or more of the databases may be storedor mirrored remotely from the server 154.

In some embodiments, the instructions of the control program may be readinto a main memory from another computer-readable medium, such as fromthe ROM 362 to the RAM 364. Execution of sequences of the instructionsin the control program causes the processor 350 to perform the processelements described herein. In alternative embodiments, hard-wiredcircuitry may be used in place of, or in combination with, softwareinstructions for implementation of some or all of the methods describedherein. Thus, embodiments are not limited to any specific combination ofhardware and software.

The processor 350, communication port 352, clock 354, output device 356,input device 358, data storage device 360, ROM 362, and RAM 364 maycommunicate or be connected directly or indirectly in a variety of ways.For example, the processor 350, communication port 352, clock 354,output device 356, input device 358, data storage device 360, ROM 362,and RAM 364 may be connected via a bus 374.

While specific implementations and hardware configurations for servers154 have been illustrated, it should be noted that other implementationsand hardware configurations are possible and that no specificimplementation or hardware configuration is needed. Thus, not all of thecomponents illustrated in FIG. 5 may be needed for a server implementingthe methods disclosed herein. Therefore, many different types ofimplementations or hardware configurations can be used in the system 100and the methods disclosed herein are not limited to any specifichardware configuration.

The methods described herein may be embodied as a computer programdeveloped using an object oriented language that allows the modeling ofcomplex systems with modular objects to create abstractions that arerepresentative of real world, physical objects and theirinterrelationships. However, it would be understood by one of ordinaryskill in the art that the invention as described herein could beimplemented in many different ways using a wide range of programmingtechniques as well as general-purpose hardware systems or dedicatedcontrollers. In addition, many, if not all, of the elements for themethods described above are optional or can be combined or performed inone or more alternative orders or sequences without departing from thescope of the embodiments and the claims should not be construed as beinglimited to any particular order or sequence, unless specificallyindicated.

Each of the methods described above can be performed on a singlecomputer, computer system, microprocessor, etc. In addition, two or moreof the elements in each of the methods described above could beperformed on two or more different computers, computer systems,microprocessors, etc., some or all of which may be locally or remotelyconfigured. The methods can be implemented in any sort or implementationof computer software, program, sets of instructions, code, ASIC, orspecially designed chips, logic gates, or other hardware structured todirectly effect or implement such software, programs, sets ofinstructions or code. The computer software, program, sets ofinstructions or code can be storable, writeable, or savable on anycomputer usable or readable media or other program storage device ormedia such as a floppy or other magnetic or optical disk, magnetic oroptical tape, CD-ROM, DVD, punch cards, paper tape, hard disk drive,Zip™ disk, flash or optical memory card, microprocessor, solid statememory device, RAM, EPROM, or ROM.

Applicant has found that embodiments of the present invention can beused with desirable results in call centers operating in regulatedindustries such as the insurance industry. For example, such industriesoften require frequent and efficient interaction between front lineagents or sales representatives (e.g., at a remote call center such ascenter 152 of FIG. 1) and back office supervisors or underwriters (e.g.,at a back office center such as center 102 of FIG. 1). As an example, inmany insurance sales calls, a customer or potential customer mayinitially interact with an agent at a remote call center 152. Once apolicy quote or decision needs to be made, however, an underwriter(typically at a back office center 102) must be brought into the call tocomplete the quoting or underwriting decision. Embodiments allow anagent at a remote call center 152 to easily and efficiently invite anagent or representative at a back office center 102 to participate in anongoing call, despite the different technologies at the two centers.

Further, many such regulated industries have voice mail policies whichrequire regular (such as daily) back up of voice mail messages to complywith document retention policies. Embodiments of the present inventionallow a primary voicemail system (such as system 110 of FIG. 1) at aconsolidated back office center 102 to be used to record and store allvoice mail messages, even those for one or more remote centers 152. Inthis way, only a single backup of all voice mails (across multiplecenters) need be performed.

Although the present invention has been described with respect tovarious embodiments thereof, those skilled in the art will note thatvarious substitutions may be made to those embodiments described hereinwithout departing from the spirit and scope of the present invention.

The words “comprise,” “comprises,” “comprising,” “include,” “including,”and “includes” when used in this specification and in the followingclaims are intended to specify the presence of stated features,elements, integers, components, or steps, but they do not preclude thepresence or addition of one or more other features, elements, integers,components, steps, or groups thereof.

What is claimed is:
 1. A communications server associated with a firstcall center, comprising: a communication device to receive call requestmessages from a plurality of call stations; a processor coupled to thecommunication device; and a storage device in communication with saidprocessor and storing instructions adapted to be executed by saidprocessor to: for each of the call request messages, identify headerdata identifying a requesting extension and an invited extension, theinvited extension associated with a second communication server at asecond call center; replace said header data identifying a requestingextension with proxy data for said requesting extension; and forward, tosaid second communication server, said call request including saidheader data identifying the invited extension and said proxy data forsaid requesting extension.
 2. The communication server of claim 1,further storing instructions adapted to be executed by said processorto: establish a connection between said requesting extension and saidinvited extension.
 3. The communication server of claim 1, wherein saidcommunication server is a voice over internet protocol (VOIP) server. 4.The communication server of claim 1, wherein said second communicationserver is a private branch exchange (PBX).
 5. The communication serverof claim 4, further storing instructions adapted to be executed by saidprocessor to: establish a connection between said requesting extensionand said invited extension; wherein said PBX is coupled to a VOIPadapter, and wherein said connection is between said VOIP adapter andsaid first communications server.
 6. The communication server of claim1, wherein said call request messages are Session Initiation Protocol(“SIP”) messages.
 7. The communication server of claim 1, wherein thereplacement of said header data identifying a requesting extension withproxy data for said requesting extension is performed at a VOIP serverassociated with said requesting extension.
 8. The communication serverof claim 7, wherein said proxy data for said requesting extension is anaddress of a VOIP adapter associated with said second communicationserver.
 9. The communication server of claim 1, further storinginstructions adapted to be executed by said processor to: identify saidcall request message as a type of message for which a replacement headeris required.
 10. The communication server of claim 9, further storinginstructions adapted to be executed by said processor to: determine saidproxy data for said requesting extension by performing a look up of saidrequesting extension.
 11. The communication server of claim 1, whereinsaid requesting extension is associated with an insurance salesrepresentative and said invited extension is associated with aninsurance underwriter.
 12. A method for routing call data within anetwork, comprising: receiving a call request at a first server, thecall request including header data identifying a requesting extensionand an invited extension, the invited extension associated with a secondserver; replacing said header data identifying a requesting extensionwith proxy data for said requesting extension; and forwarding said callrequest including header data identifying the invited extension and saidproxy data for said requesting extension to a second server.
 13. Themethod of claim 12, further comprising: establishing a connectionbetween said requesting extension and said invited extension.
 14. Themethod of claim 12, wherein said first server is a voice over internetprotocol (VOIP) server.
 15. The method of claim 12, wherein said secondserver is a private branch exchange (PBX).
 16. The method of claim 15,further comprising establishing a connection between said requestingextension and said invited extension, and wherein said PBX is coupled toa VOIP adapter, and wherein said connection is between said VOIP adapterand said first server.
 17. The method of claim 12, wherein said callrequest is a Session Initiation Protocol (“SIP”) message.
 18. The methodof claim 12, wherein said replacing said header data identifying arequesting extension with proxy data for said requesting extension isperformed at a VOIP server associated with said requesting extension.19. The method of claim 18, wherein said proxy data for said requestingextension is an address of a VOIP adapter associated with said secondserver.
 20. An insurance call center system, comprising: a first callcenter having a first communications server in communication with aplurality of agent stations; a second call center having a secondcommunications server in communication with a plurality of administratorstations; operating the first communications server to receive a callrequest message from one of said agent stations, the call requestmessage having header data identifying a requesting extension and aninvited extension, the requesting extension associated with one of saidagent stations and the invited extension associated with one of saidadministrator stations; replace said header data identifying arequesting extension with proxy data for said requesting extension; andforward, to said second communication server, said call requestincluding said header data identifying the invited extension and saidproxy data for said requesting extension.